Director – Enterprise Service Experience

About The Role

Grade Level (for internal use): 13
S&P DIGITAL TECHNOLOGY SERVICES - Corporate
The role: Director – Enterprise Service Experience
Location: Princeton, NJ (Hybrid - 2 days per week onsite)

Key Assessment Areas

• AI & Technology Innovation
• Technology Delivery & Service Management
• People Leadership
• Enterprise Service Experience

Basic Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology or a related field, with 10+ years of progressive leadership experience in service desk and service delivery and digital transformation initiatives
• Proven track record of leading large-scale AI and automation transformations, with deep expertise across enterprise support environments, including service desk operations and service delivery functions
• Strong understanding of ITSM frameworks (e.g., ITIL) and experience managing end-to-end service environments spanning incident management, user support, and service request delivery
• Demonstrated expertise with AI and automation technologies, including: Machine learning platforms, Intelligent virtual agents (e.g., ServiceNow Virtual Agent, AI Agent Framework), Experience leveraging analytics and monitoring platforms (e.g., ServiceNow Performance Analytics, Nexthink, Power BI) to drive: Data-driven decision making, Predictive insights, Continuous service improvement
• Strong leadership experience overseeing high-volume, global service desk and service delivery operations, ensuring performance across: Incident resolution, Service request fulfillment, End-user support channels
• Outstanding communication and stakeholder management skills, with experience engaging executive leadership and driving cross-functional alignment across IT and business teams

Compensation/Benefits Information

S&P Global states that the anticipated base salary range for this position is $170,000 to $205,000. Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications. This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here.